Top global FORD TECHS, SERVICE ADVISORS compete in skills competition

Eighteen of the best dealer service professionals from around the world will face off in Ford Export Operations and Global Growth Initiatives’ inaugural Global Service Advisor and Technician Skills Service Excellence World Cup today at the Ford 6-Sigma Center in Dearborn.

To qualify for the global competition, contestants had to complete six months of rigorous preparation, in-dealership competitions and, finally, regional competitions in the United Arab Emirates, Thailand, Mauritius, Puerto Rico and Panama.

“I believe the challenges from this competition will strengthen my diagnostic abilities, fuel my passion for providing the highest level of quality service to our customers and to always strive for high ’fix it right the first time’ results,” said Michael Fejeran, technician at Triple J Ford in Tamuning, Guam.

Not unlike the annual Ford/AAA Ultimate Master Technician competition, E&G’s Service Excellence World Cup encourages service advisors and technicians to sharpen their diagnostic and problem-solving skills in order to better serve customers and achieve higher levels of satisfaction.

In the competition, service advisors will demonstrate their skills using Ford’s Service Excellence “Interactive Reception Process” to identify service needs. Technicians will demonstrate their diagnostic skills using computer systems to identify and complete correction of actual “bugged” vehicles in timed exercises.

“The event also is important because it recognizes excellence within an often under-appreciated but important service profession,” Fitzpatrick added.

The competition’s top three Winners receive cash prizes up to $5,000 and trophies for their dealerships.

“For many of the participants, the event marks their first opportunity to travel to North America and to visit Ford’s World Headquarters,” said Fitzpatrick.

Prior to the final competitions, the competitors took part in a number of team building activities in the area, including a day at the Woodward Dream Cruise, a visit to Michigan International Speedway, and tours of Ford heritage sites, including the Henry Ford Museum and the Ford Rouge Factory.

“In this World Cup finals, winning will only be my secondary objective,” said Noel Faustino, service advisor at Al Tayer Motors, Dubai, United Arab Emirates. “My main goal is to show everyone the high level of expertise our operation provides when it comes to customer service.”

Mike Simon, E&G’s director of Customer Service Operations, added that the competition emphasizes the importance of customer service satisfaction in all of Ford’s dealerships around the world.

“Dealer principals have been involved and supportive of the process since it kicked off at the first of the year,” Simon said. “This is making a huge difference for the better in the experience our customers have at the dealerships.”